topic Re: How on earth do I get actual help in Account & Billing

How on earth do I get actual help

Skyfallinginon — Mon, 13 Jan 2025 18:49:41 GMT

I've been with Sky for approx 25 years.

cancelled TV and Broadband last September because no longer need/want the TV. Still have 4 sky mobile phones.

I have approx £50 credit sitting in my dead TV/broadband account that I would like refunded, can someone from sky please help?

Re: How on earth do I get actual help

Daniel0210 — Mon, 13 Jan 2025 18:51:28 GMT

@Skyfallinginon
If your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If the payment method has been cancelled you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but please confirm in your reply whether the payment method is still active.

Re: How on earth do I get actual help

Skyfallinginon — Mon, 13 Jan 2025 19:13:04 GMT

Hi, the payment method is still active. You are still collecting from the same bank account each month to pay for my mobile service.

i am happy to receive the credit directly back to by bank account, as a cheque or transferred to my phone account. But I would just like to avoid the hassle of phone calls if possible please.

Re: How on earth do I get actual help

caesarome — Mon, 13 Jan 2025 19:20:09 GMT

@Skyfallinginon

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: How on earth do I get actual help

Daniel0210 — Mon, 13 Jan 2025 19:22:22 GMT

@Skyfallinginon

Your post has been escalated to Sky. By the way, we are customers here, you aren't talking to Sky Customer Services.

Re: How on earth do I get actual help

Lisa-P1987 — Tue, 14 Jan 2025 11:02:21 GMT

Thanks for escalating this. We’ve sent Skyfallinginon an invite to chat.